Lead Product Manager - IVR, Digital IVA & Conversational AI

Humana Inc. is a leading U.S. healthcare company, and they are seeking a Lead Product Manager for IVR, Digital IVA & Conversational AI to drive the evolution of their omnichannel conversational automation ecosystem. This role involves delivering intelligent, scalable, AI-powered conversational experiences and requires deep subject matter expertise in modern IVR platforms and digital Intelligent Virtual Assistants.

Responsibilities:

• Own critical components of the conversational AI roadmap across IVR and digital channels, including:
• Dialogflow CX virtual agents (voice and chat)
• Digital IVAs for web and mobile applications
• Routing logic, orchestration, and backend integrations
• NLU/NLP model enhancements and generative AI capabilities
• Design and evolve omnichannel conversational experiences that provide consistent intent handling, personalization, and seamless handoff between IVR, chat, and live agents
• Define and deliver agentic automation use cases that improve containment, increase digital self‑service adoption, reduce customer effort, and elevate CX
• Translate complex technical and AI concepts into clear, actionable product requirements for engineering, UX, and analytics teams
• Lead customer‑and data‑driven discovery across voice and digital channels to identify friction points, unmet needs, and automation opportunities
• Partner with CX, digital, and contact center stakeholders to define channel‑appropriate conversational strategies (e.g., voice vs. chat vs. mobile)
• Create and refine business cases for new IVR and digital IVA capabilities, including deflection, cost savings, and CX impact
• Develop detailed PRDs/BRDs, user journeys, conversation designs, and acceptance criteria for both IVR and digital IVA experiences
• Act as the primary product lead across:
• Engineering
• Contact center operations
• Digital product teams
• Analytics and data science
• CX and UX design
• Drive alignment on omnichannel conversational strategy, ensuring consistent intent models, shared services, and reusable components
• Coordinate dependencies across IVR, digital platforms, CRM, and contact center systems to ensure on‑time, high‑quality delivery
• Lead agile product teams through backlog prioritization, sprint planning, UAT, and release planning for IVR and digital IVA capabilities
• Define and track KPIs across channels, including:
• IVR containment and call deflection
• Digital IVA containment and session completion
• Authentication success
• NLU accuracy and intent resolution
• CSAT, NPS, and digital engagement metrics
• Use data and experimentation to continuously optimize conversational performance across voice and digital experiences
• Identify and mitigate risks, dependencies, and architectural constraints impacting delivery or CX outcomes
• Provide domain leadership on:
• IVR architecture and call flows
• Digital IVA and chat architectures
• Telephony (PSTN/SIP)
• APIs, orchestration layers, and backend integrations
• Evaluate and recommend design patterns, reusable components, and scalable approaches for omnichannel conversational AI
• Partner closely with engineering to ensure solutions are technically sound, secure, and aligned to long‑term platform strategy
• Guide adoption of LLM‑powered conversational capabilities across voice and digital channels, including prompt design, guardrails, and fallback strategies

Requirements:

• 6+ years of product management experience, with 3+ years focused on IVR, digital IVA, conversational AI, or voice/chat automation
• Hands-on experience with modern conversational AI platforms
• Strong understanding of: IVR routing and call flows, Digital chat and messaging experiences, NLU/NLP concepts and model optimization, Telephony and system integrations
• Proven success delivering AI-driven or agentic conversational experiences across voice and/or digital channels
• Experience executing roadmaps using agile methodologies and human-centered design
• Excellent communication skills with the ability to influence cross-functional teams and present to senior leadership
• Demonstrated success driving measurable outcomes through KPIs or OKRs
• Bachelor's Degree
• Experience in healthcare or insurance industries
• Background modernizing legacy IVR and digital self-service into cloud-native conversational ecosystems
• Familiarity with cloud contact center platforms such as Genesys, Amazon Connect, Google, Nuance, Five9, etc
• Experience working with LLM-powered conversational automation across voice and digital channels
• Experience designing consistent omnichannel conversational experiences across IVR, web, and mobile